Key Areas of Responsibility:

📍Receive and create service requests using customer information (including thorough documentation of problem and subsequent activity). 📍Utilize various systems to proactively monitor time-sensitive incidents from end-to-end to meet defined SLAs. 📍Engage adequate third-party resolver groups to resolve incidents. 📍Ensure reported issues are being handled in timely manner and by appropriate resolver group, using known solutions documented in knowledge base. 📍Communicate with customers through various means (oral, written, electronic) until resolve 📍Determine priority based on information and documented guidelines 📍Follow solutions outlined in knowledge base 📍Follow established customer-specific processes

Pre-requisites:

📍High school diploma or equivalent 📍Excellent verbal and written communication skills 📍Strong analytical and problem-solving skills 📍Strong teamwork and interpersonal skills 📍Strong multi-tasking ability 📍Intermediate knowledge of computer networking and Excel 📍Prior call center experience 📍Experience using ticketing systems preferred

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